In this episode of the podcast, we look into the world of total triage with Pete Woodward, from Cheadle Medical Practice. Join us as we learn how tailored questionnaires and advanced triage tools have led to a significant leap in diagnosis accuracy and patient satisfaction. Discover the secrets behind their efficient triage process, The Human Touch, which not only heightened patient contentment but also optimised the staff's schedule, ensuring availability for urgent cases. This episode is packed with valuable information, tune in to transform your understanding of patient care and triage in the modern medical environment.
Introduction (00:09)
Pete’s role.. (00:35)
The Human Touch (00:47)
Struggling with demand (01:40)
Face to face demand (02:07)
What changes were made? (02:55)
What came next.. (03:49)
Creating a model.. (04:26)
Identifying areas.. (05:33)
Patient questionnaires.. (06:17)
Next steps.. (06:45)
The role of the reception team.. (07:29)
Decision pathway (08:30)
Impact of the changes.. (08:41)
Reduction of phone calls (09:17)
How long did it take to see a reduction? (09:46)
Patient feedback (10:16)
Hurdles the practice overcame.. (10:45)
Creating capacity (11:48)
Protecting appointments (13:54)
The situation now.. (14:43)
Reacting to changes (15:38)
What’s next? (16:14)
Supporting other practices (17:22)
Advice for getting people onboard.. (19:57)
Contacting Pete (21:02)
More about ‘The Human Touch’ (21:51)
To contact Pete directly, please contact him by email here.
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
Join us this week to discuss the new CQC revamped Practice Inspection Framework, brought to you in partnership with Practice Index, with panel regular Robyn Clark & manager partner of a GP practice in North London, Rathai Thevananth. This essential episode of our podcast provides a comprehensive breakdown of the significant changes affecting healthcare practices. Gain an in-depth understanding of the new quality statements and learn how the updated numerical scoring system will enhance self-assessment and benchmarking for your practice. With Rathai’s insights, we look into how you can prepare for a CQC visit, we also share practical strategies to achieve and maintain excellence. From organising documentation to analysing patient feedback and improving accountability, this episode is packed with actionable advice to ensure your healthcare practice not only meets but exceeds inspection standards.
Introduction (00:09)
New CQC framework.. (01:35)
The biggest difference? (02:16)
Making it easier for practices.. (02:42)
Is there a change to the ratings? (03:24)
Final scoring (03:53)
Robyn’s thoughts.. (04:31)
Evidence required.. (05:55)
How is the rollout going? (06:58)
Robyn’s practice visit.. (08:20)
Feedback so far.. (10:20)
Frequency of visits (11:12)
Tips for the CQC inspection (12:08)
Common struggle areas.. (14:04)
Common mistakes.. (15:57)
Organisation.. (17:23)
Does Robyn feel ready? (18:34)
What makes a practice ‘outstanding’? (20:01)
Best places to get information.. (21:02)
Further recommendations (21:37)
To visit the Practice Index website, click here or contact James Dillon here.
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
Jacob Haddad, co-founder of Accurx, returns to our podcast to discuss Accurx’s latest report. With a focus on total triage and its impact on the healthcare delivery model, we uncover a system where appointments are a last resort, leading to increased efficiency and a transformative patient experience. The conversation pivots to the day-to-day challenges and triumphs of general practices that are pioneering this approach. You'll hear firsthand accounts of how clinics grapple with increased workloads and leverage the expertise of senior GPs to ensure a successful transition. By highlighting the community of practices that have already embraced these changes, we invite listeners to join a network of forward-thinkers revolutionising patient care. So, if you're a healthcare professional ready to learn from the best, or simply a curious mind intrigued by the future of healthcare, this episode is your gateway to an evolving world where change is not just expected, it's embraced.
Introduction (00:09)
Staying relevant.. (00:32)
Digital transformation (01:16)
The report.. (01:57)
The changes.. (03:09)
Making it successful (03:53)
The maths.. (08:26)
Putting the changes into motion.. (11:10)
Who to put in charge of triage? (12:45)
How did Jacob research this? (14:59)
Plan for Practices.. (16:16)
Modern General Practice.. (18:06)
Practices making the change together.. (19:45)
Accessing the report & finding support .. (21:39)
Download the Accurx report: a blueprint for recovering access here.
For all enquiries about the Ockham podcast, please contact Ben Gowland here.
This episode is brought to you in partnership with Practice Index, this week we focus on the topic of annual leave. Ben is joined by Claire Hoston and Robyn Clark to tackle the topic of managing annual leave in general practice. Navigating the peaks of holiday seasons can be a tumultuous affair in any workplace, but it's especially challenging in healthcare settings where patients need surge following breaks like Christmas and school holidays. They share their strategies for equitable leave distribution, such as annual planning meetings for clinical staff and specific rules for management teams. The conversation reveals how crucial a clear leave policy is for maintaining harmony and ensuring everyone gets a chance to recharge. Whether you're a practice manager or a team member trying to navigate your leave schedule, this episode offers insights and solutions for managing this critical aspect of workplace well-being.
Introduction & annual leave (00:08)
Managing annual leave (03:06)
Annual planning meeting.. (04:25)
Proactive approach about staff taking leave (05:41)
Managing leave expectations.. (07:00)
Carrying over leave.. (07:59)
The importance of people taking leave in the year? (08:50)
Practice Managers difficulty taking annual leave (10:28)
Work backlog.. (11:33)
Time off in lieu (12:10)
The development of the HR package (13:43)
Managing cultural balance.. (14:55)
Annual leave allowance.. (16:28)
Best practice when setting annual leave levels? (17:36)
Challenges of recruitment? (19:24)
Annual leave policies or practices recommended to people listening? (20:44)
To visit the Practice Index website, click here or contact James Dillon here.
For all enquiries about the Ockham podcast, please contact Ben Gowland here.